Bwcon technologies and innovations for baden württemberg in dialog at ibm april 2012

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Social Collaboration & Social CRM in the Secure Cloud today

IBM SmartCloud Engagewith SUGARCRM Social CRM

bwcon: Technologies and Innovations for Baden Württemberg in Dialog @IBM “Cloud Computing”, 2012/04/23Friedel Jonker, Business Development Manager IBM & SUGARCRM Global Alliance

© 2012 IBM Corporation

Friedel Jonker, Business Development ManagerIBM & SUGARCRM, Global AllianceIBM Software Group

Career History and Education2008- today IBM, Germany, Business Development Manager IBM

& SugarCRM, Software Client Leader, Business Development Manager Analytics & PM, Managing Consultant CRM & BI

1994- 2008 Deutsche Leasing AG, S-Finance Group, Germany, CRM & BI Business and Program Director

1990- 1994 Citicorp-Citibank AG, Germany, European Manager Marketing Database VISA

© 2012 IBM Corporation2

� German, English (fluent).

� CRM, BI/LI Strategy Leader IBM GBS Germany.

� Winner of the Sales Excellence Award 2005 from the University of St. Gallen and Handelsblatt.

� Broad experience in Planning and Implementing value based CRM & BI/LI Strategy, Processes, Architecture and Systems.

� Member of the MIT, Sales Executive Councile, SAMA and member of Marketing Alumni, University of Münster, Germany

Languages and Profile

1989- 1990 Ogilvy & Mather Dataconsult, Germany, Consultant Database Marketing

1988- 1989 Infas, Germany, LOCAL-Direct Project manager for SRPM with Location Intelligence (LI)

1982- 1988 University of Münster, Master of Business Management in Marketing & Statistics

Database Marketing (1994-2000)· Neue Informationsqualität für das VISA Kartenmanage ment der Citicorp, in: Oracle Finanzwelt, 1994· Database Marketing bei der Deutschen Leasing AG, in: Jahrbuch 2000, Deutscher Direktmarketing Verband e.V.CRM (2001-2007)· Von Database Marketing zum CRM, in: Computerwoche, 19/2001· Customer Relationship Management, Bericht über das Deutsche Leasing CRM-Projekt, in: GoAhead 9/2001, CSC- Ploenzke· CRM – die nächste Generation, Interview mit Friedel Jonker, in: Computerwoche, 33/2002· Mit intelligentem Database Marketing und CRM zu übe rdurchschnittlichem Markterfolg, in: Cognos- Kundenmagazin· Case Study Präsentation C3M-Eagle, marcusevans, FoCus Gipfel CRM, Montreux, 19.-21. Januar 2003· Erfolgreiches Customer Relationship Management bei de r Deutschen Leasing AG , Nordakademie, Elmshorn, e-think-tank, Februar 2003· Konflikte zwischen Vertrieb und Vertrag lösen, in: Praxismagazin für Marktkommunikation der Sparkassen-Finanzgruppe, 2004, 11. Jahrgang, Nr.

5, S 38 ff · CRM und Sales -2 Seiten einer erfolgreichen Verbind ung , im Beratungsbrief von http://www.vertriebs-experts.de , 23.03.2005· Deutsche Leasing Gruppe : Mit Siebel/Oracle CRM -System das Neugeschäft jährlich um durchschnittlich 12 Prozent gesteigert , in: Oracle

References 1994-2012

References –Literature and Presentations 1994-2012


· Deutsche Leasing Gruppe : Mit Siebel/Oracle CRM -System das Neugeschäft jährlich um durchschnittlich 12 Prozent gesteigert , in: Oracle Customer Snapshot Juli 2006

· CRM als strategisches Element der wertorientierte U nternehmensführung der Deutschen Leasing AG -7P Pro gramm für erfolgreiche CRM-Programme –Position_Path_Portfolio_Program_People_P rogress_Performance, marcusevans, FoCus Gipfel CRM, Montreux, 14.-16. Februar 2007

· Case Study CRM bei der DL, in Kundenmanagement –Grundlagen-Strategien-Beispiele von Manfred Krafft, März 2007Multichannel Customer Management (2008-2010)· Vom Callcenter zum Intelligent Multichannel Custom er Management Center , IBM Callcenter Circle, Hamburg HASPA, Mai 2008 · Business Intelligence und Performance Management in der Finanzverwaltung , IT & Business Messe Stuttgart, October 2009

http://fjonker.wordpress.com/2009/10/12/it-business-cio-des-bundes-bei-ibm-cognos/ , Staatssekretär Dr. Hans Bernhard Beus, CIO des Bundes· Neue Technologien schaffen eine Demokratisierung de r Information, Initiative Mittelstand

http://www.imittelstand.de/themen/topthema_100288.html , 16.11.2009Integrated Realtime Corporate Management (2010-2010 )· Integrierte Echtzeit Unternehmenssteuerung (IEU), IBM Partner Channel Kick Off Berlin, Januar 2010, Salesforce.com Cloudforce2 Frankfurt,

März 2010, Teradata Enterprise Intelligence Summit Berlin, April 2010, IBM Partner University-Frankfurt, April 2010, Bechtle Partner Präsentation Mannheim, Juni 2010, FuM Partner Präsentation Stuttgart, Juli 2010

· Integrated Realtime Corporate Management (IRCM), IBM Europe & Asia IT Architects University Stuttgart, April 2010· Integrierte Echtzeit Unternehmenssteuerung –IBM Synergy Play, SAP-DSAG Nürnberg, September 2010, IBM ISV Technical Executive Forum

Ehningen, Oktober 2010, Institut für BI Stuttgart, Dezember 2010Social Business and Social CRM (2011-YYYY)· Die Rolle von Analytics für Social Software Business, IBM Social Business JamCamp, Frankfurt, October 2011· SUGARCRM on IBM Social Business Overview @CeBIT 2012, Hannover, März 2012, IBM Partner Event, Kaprun, März 2012

Analytics CloudSocial Mobility

The disruptions leading to Social Business in the Cloud

Global


Security

Global

Markets

Cloud

Analytics /

Big Data

Social

PersonalSocial

Business

Mobile Enterprise

growth!

Developments leading to Open and Secure Cloud Computing

Secure Cloud Computing - Developments

� Standardization� Modulization� Outsourcing� ...

� Web 2.0, Social Media (z.B. Twitter, Facebook, ..)

� Intuitive, easy, flexible, fast� and always on Consumer,

„Digital Natives“� ...

„Industrialization „Industrialization of IT“of IT“

Changes of ITChanges of IT--Users/UsingUsers/Using


!

� ...

� Virtualization� Storage-Solutions� Automation� Container IT� Grid Computing� ....

� Universal Singel Point Access� Internet-Bandswitches � Internet-Availability� ....

Open and Secure Cloud Computing

ITIT--InfrastructureInfrastructure--DevelopmentsDevelopments

WebWeb--TechnologiesTechnologies

One Development was not enough to drive Open and Secure Cloud Computing. It´s the Intelligent Holistic Integration of new Information Technologies together with Changes of IT Users/Using that drives Open and Secure Cloud Computing.

Cloud is a Priority for Our Customers and IBM

One of 4 key growth plays on IBM's roadmap

80% of Fortune 500 use IBM Cloud Computing


Cloud Computing

IBM SmartCloud - Helping our customers rethink IT and reinvent business

Foundations Services Solutions

Social Business is Key to IBM's Growing Portfolio of SmartCloud Business Solutions

Social BusinessSmarter Commerce


Business Analytics & Optimization Smarter Cities

Topology

Software

Integrated AppsHigh value 3rd party applications with obvious and intuitive business value, dedicated to streamlining business.

FeaturesEnterprise-ready collaboration and communication software, includingE-mail and online meetings.

Services


Software Services

MobileBroad and thoughtful mobile support across a range of devices and platforms.

LabsCutting-edge social and collaboration projects from world-class IBM research.

ServicesConvenient packages of the most sought after technologies designed to meet your social business needs.

SmartCloud Integrated Apps Infuse Social Capabilities into Business Processes

B2B Commerce Digital SigningSocial CRM ManagingProjects coming Q4


CollaborativeFile Viewing

Policy-Document Compliance Archiving

SchedulingMeetings Talking

CollaborativeDoc Editing

SUGARCRM on IBM SmartCloud


Advanced CRM for small and medium-sized businesses

Advanced CRM for businesses with offline mobile requirements

$360 / user / year $540 / user / year

SUGARCRM Subscriptions


Sugar Editions

CRM for the most demanding business

Ultimate CRM solution for the global, mobile, social business

$1,200 / user / year$720 / user / year

SUGARCRM General Editions Guideline Part 1 Overview ($/User/Year)http://www.sugarcrm.com/crm/products/editions.html

Professional Corporate Enterprise Ultimate

$360 $540 $720 $1,200


5 – 50 seat customers

500 – 5,000 seat customers

50 – 500 seat customers

SUGARCRM General Editions Guideline Part 2 + IBMhttp://www.sugarcrm.com/crm/products/editions.html

Cast Iron Connections Coremetrics Cognos SPSS Unica


IBM SmartCloud Engage -Collaborating with your customers

“Pursue customer collaboration to increase retention, improve satisfaction, and offer additional revenue opportunities” (Forrester Research)

� Do more with less


� Differentiate ourselves from the competition and show value

� As IBM roles and customer roles change, make it easier to bring new players up to speed

Delivers integrated online social networking and collaboration tools so you can work smarter before, during and after your meeting.

IBM SmartCloud Engage

·Work beyond company boundaries.

·Share information more easily with customers, suppliers and business partners.

·Securely connect from anywhere,

·No mining of your data for advertising or other purposes.

·Seamless capability for integrating your on-premise (e.g. .Net, Java, Domino, SUGARCRM, SAP, Filenet, etc.) and

Benefits Differentiators


·Securely connect from anywhere, anytime via a Web browser and internet connection.

·Affordable and accessible pricing.

·Lower up-front investment.

·No IT staff required for implementation.

·Extremely easy to acquire.

·Work-ready integrated business applications.

·World-wide deployment available in over 20 languages.

SUGARCRM, SAP, Filenet, etc.) and cloud based applications like SUGARCRM and others.

·Built on Web 2.0 based social networking model for more effective collaboration.

Features

+ Mobile

+ Integrated Apps

Software as a ServiceCustomer makes buying decisions based on application and components

Application on Demand HostingCustomer makes buying decisions

Private Cloud

VirtualCloud

Public Cloud

IBM Strategic OutsourcingCustomer makes buying decisions based on the total solution and IBM Global

IaaS PaaS SaaS


based on application and components of IT Value stack are asserted by service provider.

Customer makes buying decisions based on the application and standard options.

on the total solution and IBM Global Technology Services is the integrator and manager of all solution components of IT Value Stack.

SC Enterprise SC Enterprise+ SC for Social Business

SmartCloud Notes Starting at $5

SmartCloud MeetingsStarting at $6

SmartCloud iNotes Starting at $3

SmartCloud ConnectionsStarting at $6

SmartCloud Engage Starting at $8

Free for IBMers; no VPN needed to access

1. Share files with your customers instead of sending them an email(SmartCloud Files)

2. Manage to dos, projects (like a product evaluation), events, etc. and/or

Top 3 Areas Where You Can Get Started

© 2012 IBM Corporation17 © 2012 IBM Corporation17

2. Manage to dos, projects (like a product evaluation), events, etc. and/or set up a collaborative team place(SmartCloud Activities/Communities)

3. Hold web meetings with every conference call(SmartCloud Meetings)

http://www.ibmcloud.com/social or https://www.lotuslive.com/



Start sharing files in SmartCloud Files!Know who's downloaded your file and follow-up!

NO MORE MAIL JAIL!

Bonus: Set Up A Community For The Customers You Really Like** or the ones you need to collaborate with the most. Note: You must first connect to your guest to add them to a community.


1. Share files with your customers instead of sending them an email(LotusLive Files)




2. Manage to dos, projects (like a product evaluation), events, etc. and/or set up a collaborative team place(LotusLive Activities/Communities)

3. Hold web meetings with every conference call(LotusLive Meetings)

Host's view in leading a web conference


Integration points for Meetings with Lotus Notes

Configure your Calendar and get the sidebar:http://www-10.lotus.com/ldd/bhwiki.nsf/dx/The_LotusLive_Meeting_Plug-

in_for_Sametime_and_Lotus_Notes.


Attend a meeting from your iPhone, Android, or BlackBerry

� My Meetings, list of recent meetings/saved meeting information

� SmartCloud Mobile Meeting for iOS, BlackBerry, and Android� See the full presentation, and

application sharingRaise your hand


� Raise your hand� Move to previous slides or reset to

current slide� See a list of attendees� Zoom in and zoom out� Over AT&T 3G, Verizon/Sprint 4G,

or WiFi you can be dialed into an audio bridge and the web conference at the same time

What’s in for IBM Business Partner ?

Implementation

Support Support

60%

70%

80%

90%

100%

YourBusiness

Model


Software License Software License

Infrastructure

Infrastructure

Implementation services

Implementation services

0%

10%

20%

30%

40%

50%

60%

Revenue Margin

SugarCRM: 8,000+ Customers in 80+ Countries


Real Connections· The Need:

· RealConnections and THINNC, the company’s consulting group, serve large consulting clients and cloud-services customers. They were using Salesforce for CRM, but needed a solution that was easier to integrate with various cloud tools such as LotusLive, offered mobile capabilities, and had better pricing.

· The Solution:

· After evaluating several CRM they chose Sugar Corporate On-Demand with Sugar Mobile Plus, which enables access from a smartphone or tablet. And, for quick online meetings, RealConnections integrated Sugar with

“When we share documents like proposals and presentations, what we shared and who shared it becomes part of the customer opportunity in Sugar,”


And, for quick online meetings, RealConnections integrated Sugar with IBM LotusLive. Sugar manages all the company’s customer contacts and opportunities and provides additional insight about customers and prospects through its integration with Twitter and LinkedIn.

· The Benefits:

� Provides excellent visibility into customer interactions as well as control over sales and service processes.

� Optimized the company’s campaign marketing

� Mobile capabilities are time saver

� Migrating the data was about one third of what they spent on Salesforce. Plus, now their data is better and they use more CRM functionality for significantly less money.

opportunity in Sugar,” Vos says. “For the customer, the meeting is simply an open discussion, but on our end we know exactly who was involved, what was shared, and at what stage in the sales cycle.”

—Eric Voss, Founder, RealConnections

Why IBM

Social business leadership: IBM created the category for social business four years ago with IBM Connections -- the “first-ever social software platform for business." IDC ranks IBM number one in worldwide market share for social platform software for 2009 and 2010.*

Enterprise-class solutions: IBM has built the SmartCloud with


Enterprise-class solutions: IBM has built the SmartCloud with enterprise-level security, reliability and scalability as inherent design factors – versus adding security and scalability to consumer-grade products.

End-to-end cloud service: IBM uses its own pre-integrated, best-in-class software as well as in-house application and cloud services to offer clients one point of contact for the total solution.

With IBM Social Business you don´t have to built the car just select the componets, integrate them and drive the sweeter road with SUGARCRM on IBM ☺.


The Sweeter RoadMicrosoftOracleSFDC


DEMO time!


and

SUGARCRM on IBM helpful Web-LinksSUGARCRM on IBM Landing Pagehttp://www.sugarcrm.com/crm/content/become-smarter-business-sugarcrm-ibm

SUGARCRM Editions Pagehttp://www.sugarcrm.com/crm/products/editions

SUGARCRM SUGARFORGE Communityhttp://www.sugarforge.org/

SUGARCRM Exchange – THE SUGARCRM MARKETPLACEhttp://www.sugarexchange.com/


SUGARCRM Universityhttp://www.sugarcrm.com/university/

SUGARCRM on IBMSmartCloud Selling Community (By access request)https://apps.lotuslive.com/communities/service/html/communityview?communityUuid=c1e9527e-044e-4517-9387-60e02876f49f

SUGARCRM Iscon-Demo-Page: Username: demo Password: demohttp://demo.iscon.at/index.php?action=Login&module=Users&login_module=Home&login_action=index

IBM Social Business SmartCloud http://www.ibm.com/cloud-computing/social/us/en/

Try SmartCloud at No Charge for 60 Days: https://www.ibm.com/cloud-computing/social/us/en/


Questions?

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Ερωτήσεις Fragen

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Preguntas

Perguntas質質質質問問問問

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Questions

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Contact Details

Friedel JonkerDipl.-KaufmannBusiness Dev. ManagerIBM & SUGARCRMIBM Software Group

Wilhelm-Fay-Strasse 30-34D-65936 Frankfurt

Phone (+49)-69-6645-1227Fax (+49)-69-6645-5640


IBM Software Group Fax (+49)-69-6645-5640Mobile (+49)[email protected]

More information from IBM and me. Look at Xing, Linkedin, Youtube, Twitter, Scribd, Slideshare and Lotus Greenhouse.

Join my Networks as Philip Kotler (North.West.Uni), Manfred Krafft (WWU Münster), Thomas H. Davenport (Babson College), Peter Weill (MIT), Jeanne W. Ross (MIT), Andrea Back (St. Gallen), Jon Katzenbach (Booz), Genie Z. Laborde (I.D.E.A.), Daniel Pink, Ross Dawson (AHT) Charles Savage (KEE), Soumitra Dutta (INSEAD)Chuck House (Stanford Uni.), Thomas Hutzschenreuter (WHU), Gunter Dueck (IBM), David Croslin and other leading Thinkers and Practitioners have already done it.

Business is People ☺

Selection of Companies on my Networks:

3M, Amadeus, Ameriprise, Booz & Company, Citigroup,

Daimler, Deutsche Bank, Deutsche Telekom,

Deloitte & Touchee, Ernst & Young, IBM, Lufthansa,

McKinsey, Nokia, O2, REWE, Samsung, Siemens, Swissc ard,

Thomas Cook, TUI, Vodafone, Volkswagen and more.

Legal disclaimer

© IBM Corporation 2012. All Rights Reserved.

The information contained in this publication is provided for informational purposes only. While efforts were made to verify thecompleteness and accuracy of the information contained in this publication, it is provided AS IS without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this publication or any other materials. Nothing contained in this publication is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreementgoverning the use of IBM software.

References in this presentation to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in this presentation may change at any time at IBM’s sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific sales, revenue growth or other results.

Performance is based on measurements and projections using standard IBM benchmarks in a controlled environment. The actual throughput or performance that any user will experience will vary depending upon many factors, including considerations such as the


throughput or performance that any user will experience will vary depending upon many factors, including considerations such as the amount of multiprogramming in the user's job stream, the I/O configuration, the storage configuration, and the workload processed. Therefore, no assurance can be given that an individual user will achieve results similar to those stated here.

All customer examples described are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics may vary by customer.

IBM, the IBM logo, Lotus, Lotus Notes, Notes, Domino, Quickr, Sametime, WebSphere, UC2, PartnerWorld and Lotusphere are trademarks of International Business Machines Corporation in the United States, other countries, or both. Unyte is a trademark of WebDialogs, Inc., in the United States, other countries, or both.

Adobe, the Adobe logo, PostScript, and the PostScript logo are either registered trademarks or trademarks of Adobe Systems Incorporated in the United States, and/or other countries.

Java and all Java-based trademarks are trademarks of Sun Microsystems, Inc. in the United States, other countries, or both.

Microsoft and Windows are trademarks of Microsoft Corporation in the United States, other countries, or both.

Intel, Intel Centrino, Celeron, Intel Xeon, Intel SpeedStep, Itanium, and Pentium are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States and other countries.

UNIX is a registered trademark of The Open Group in the United States and other countries.

Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both. Other company, product, or service names may be trademarks or service marks of others.

Bwcon technologies and innovations for baden württemberg in dialog at ibm april 2012

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